CCD Customer Service Agent US and C

Position Objectives: The Customer care dispatch CCD agent has a fundamental role in providing support 24 hours a day 7 days a week, creating service calls and/or redirecting customer calls to a specialized support group and/or to our field engineers to provide immediate solution to all the doubts and issues which may arise with their digital or analog equipment as well as consumables for said equipment. The Service Agent will also support Field Engineers who need to update cases, create invoices (feedback) specifying time and materials used to resolve customer issues. Responsibilities: o Provide help and support to customers solving issues with their radiographic equipment and/or doubts about their accounts via e-mail, telephone or any other electronic device. o Records all data provided by the customer in the systems, in order to make sure that the signaled issue will be solved; takes all and any relevant pieces of information in order to help solving the case, making sure the field engineers who are going to contact / visit the customer will be informed correctly and as rapidly as possible o Support Carestream Engineers who need to process an escalation with level 2 specialists on radiographic equipment. o Understand and interpret customers’ needs. o Identify issues and determine the best action to solve these within the department guidelines. o Deliver customer satisfaction, internal as well as external, straining continuously to improve the service/products we provide. o Convey relevant information regarding the success of the case efficiently and clearly in order to repair and solve customers’ doubts. o Efficient multi-tasking management. o Respond any questions on the status of a service call, account or equipment. o Provide details on the dispatch process regarding customers’ equipment and/or complaints on service accounts. Follow up meticulously on open cases by L1 agents until fully closed. Education : Bachelor’s Degree/Graduate. Language : Strong proficiency in English, both oral and written Experience : 2 years experience in customer service in an international inbound call operations. Schedule : Flexibility to shift schedules in a 24/7 operations Abilities : General knowledge of MS Office Strong customer service orientation Ability to articulate clearly. Readiness in data capturing. Interpersonal abilities. Team work abilities Ability to work under pressure Application Knowledge : SAP, CRM, MS Office.